Amazon Connect Chat - Something went wrong

When testing Amazon Connect chat through a Google Site and encountering the error: “We’re unable to load chat at this time. Please refresh the page to retry, or try again later (400),” there are several potential causes and troubleshooting steps to resolve the issue. Here's a comprehensive answer to help you resolve this problem: Potential Causes and Solutions

1. Domain Allowlisting and Configuration in Amazon Connect • You’ve already added the domain https://sites.google.com/ under Domains and Security within the Communication Widget settings. However, there might be additional configurations or misconfigurations leading to the error. • Steps: o Verify that the domain is correctly added in the Amazon Connect Console:  Go to Amazon Connect Console → Contact Control Panel (CCP) → Settings → Domains and Security.  Ensure that https://sites.google.com/ is listed correctly without any trailing slashes or typos. o Check for Subdomain Restrictions:  Google Sites typically uses subdomains for different sites. Ensure that any subdomain (e.g., https://yoursite.sites.google.com) is added under Domains and Security, as the widget may be restricted from loading on subdomains unless explicitly listed. o If you're using a custom domain with Google Sites, ensure that both the custom domain and the sites.google.com domain are allowlisted.
2. Browser Cache and Cookies • Sometimes, browser cache or cookies can interfere with the chat widget loading. Even though it may seem unrelated, clearing these can resolve this issue. • Steps: o Clear your browser's cache and cookies and try loading the chat again. o You can also open the site in incognito mode or in a different browser to test whether the problem is browser-specific.
3. HTTPS and SSL Certificate Validation • Amazon Connect requires that the domains hosting its chat widgets use HTTPS with valid SSL certificates. Ensure that the SSL certificate for the domain https://sites.google.com/ is valid and trusted by browsers. • Steps: o Use browser developer tools to check for any SSL certificate errors or mixed content warnings in the Console or Network tabs. These can prevent the chat widget from loading properly. o Ensure that all content served on the site (including Amazon Connect) is loaded securely over HTTPS.
4. Cross-Origin Resource Sharing (CORS) Policy • The error you’re encountering might be related to CORS issues, which occur when resources are being blocked because the browser detects that the resources (Amazon Connect scripts) are coming from a different domain than the one you're hosting the chat widget on. • Steps: o In your Communication Widget settings, ensure that cross-origin requests are allowed and that the necessary headers are configured. o If the error persists, you can check the developer console of your browser for any CORS-related errors and see if any requests are being blocked.
5. Security and Privacy Settings in Google Sites • Some Google Sites or Google Workspace privacy/security settings may inadvertently block third-party widgets from loading. • Steps: o Check your Google Sites settings to ensure that external content, including the Amazon Connect chat widget, is allowed to load. o You may need to adjust the sharing permissions for the Google Site, especially if it is restricted to certain user groups or is not publicly accessible.
6. Widget Configuration in Amazon Connect • Ensure that the Amazon Connect Communication Widget is configured correctly, particularly the settings that handle chat initiation and error reporting. • Steps: o Revisit your Amazon Connect chat widget settings:  Confirm the proper configuration of your chat flows, including the correct Contact Flow being applied to the chat widget.  Ensure that the Lambda function, participant details, and any contact attributes are passed correctly when initiating the chat. o If you are using pre-chat forms or collecting metadata, make sure that these settings are configured correctly, as they can sometimes cause issues if missing required fields.
7. Amazon Connect Service Limits • It's also possible that you've hit a service limit, either in terms of chat concurrency or API limits. • Steps: o Check for any service limit notifications in your AWS Connect Console. If you've hit a limit (such as concurrent chats), the chat might fail to load. o To verify, go to Amazon Connect → Metrics and Quality → Service Quotas and check for any warnings about limits being reached.
8. Console Logs and Network Debugging • Use the browser's developer tools to diagnose the exact cause of the problem by inspecting the console logs and network traffic. • Steps: o Go to the Console tab in the browser’s developer tools to look for any specific error messages that could provide more insight. o Also, check the Network tab for any failed HTTP requests (e.g., a failed script, 403/404 errors, or blocked resources).

You can refer to the Amazon Connect Troubleshooting Guide for more information on potential issues and their resolutions. https://docs.aws.amazon.com/connect/latest/adminguide/ts-cw.html

By following these steps, you should be able to identify the cause of the error and resolve the issue, ensuring that the Amazon Connect chat widget works correctly on your Google Site.